Business applications
Unique on the market
No more back-and-forth
to understand
Bug, how-to question, intermittent issue: a ticket enriched in 5 clicks. Up to 80% less time spent on diagnosis.
Défiler
Six reasons application tickets feel like an obstacle course
1
Ticket without context
The ticket arrives with no user journey, no capture, no metrics. Support has to reconstruct everything.
2
User hard to reach
The business user is busy. They can’t reproduce, test, or reply within the hour. The ticket stalls.
3
Poor routing
L1 knows little about business apps. The ticket goes to the wrong team, comes back, goes out again.
4
Workflow, not diagnosis
The ITSM manages ticket lifecycle. But it captures no technical context, no metrics, no user journey to help diagnose.
5
Availability and performance, not functional
Your tools watch availability and response times. But workflow bugs, business errors, or usage issues slip through entirely.
6
Everything exists, nothing connects
Logs, APM, ITSM — data lives in five different tools. No correlation, no link to user identity. Diagnosis stays manual.
Support has a ticket — but not the context or the user’s real experience in the application at the moment of the problem. That’s what you need to understand.
Borrow ideas that have already proven themselves
easyOptima Signaler works on the endpoint like a black box. It records the latest useful data. At report time, everything is already there to understand.
Interaction black box
Continuously records interaction between the user and business applications.
- User journeys and actions taken
- Functional errors and error messages
- Perceived times and application transactions
- Screenshots at the moment of the issue
Technical black box
Continuously records technical parameters for the endpoint and network.
- Device configuration and software versions
- CPU, memory, disk metrics in real time
- Network performance and connectivity
- Web performance and load times
Combined at the same instant: a complete diagnosis, no round trip.
GDPR-compliant by design. IT controls what is captured, by application and scope. Learn more
User
5 clicks, a ticket enriched with context
The business user reports their issue in a few clicks via a guided flow or chatbot. No need to explain again or reproduce.
- One-click access
- Automatic detection of the application in use
- Fast UI that fits user workflows
- No technical skills required
- Compatible with any application type
Signaler
Application
SAP - Achats
Symptôme
Dysfonctionnement
Capture automatique
sap.company.com/achats
Erreur
Bon de commande non enregistrable
OKCommentaire
Impossible de valider ma commande depuis ce matin...
Envoyer
Capture
Everything is captured to understand
During reporting, the agent automatically captures system metrics, network data, user journey, and application errors. The ticket arrives complete — with nothing more to ask.
- User journey and application transactions
- Work environment configuration
- System and network metrics at the exact moment of the issue
- Web requests
- Errors, contextual logs, and screenshots
Routing
The ticket reaches the right team the first time
easyOptima automatically detects the affected application and symptom type. That information applies your assignment rules — internal or from the ITSM — to route the ticket to the right team on creation. No more ping-pong between teams.
- Automatic application and symptom detection
- Internal or ITSM assignment rules applied on creation
- End of ping-pong between teams
Self-service
An answer before support steps in
easyOptima identifies context, queries the knowledge base, and automatically proposes the right fix. Common issues are resolved without contacting support.
- Automatic search in the knowledge base
- Solutions proposed based on detected context
- One-click apply, no waiting for support
Symptômes
Compréhension
Base KB
Consultation
Analyse
Traitement
Solution trouvée
Diagnosis
Support has everything to act, at first glance
The ticket arrives with a pre-analysis: correlated symptoms, likely causes, suggested checks. Support can triage, assign, or resolve without calling the user back.
- Automatic pre-analysis of symptoms
- Likely causes ranked by relevance
- Faster triage and assignment
Pré-analyse — Ticket #12847
Complète
Résumé
L'utilisateur A. Martin signale un dysfonctionnement sur SAP - Achats. Le bon de commande ne s'enregistre pas. Le problème est survenu à 09:42.
Symptômes détectés
- ● Erreur HTTP 500 sur /api/orders/save
- ● Temps de réponse : 6.2s (habituellement 0.8s)
- ● Réseau et poste : OK
Cause probable
Erreur côté serveur applicatif. Le endpoint /api/orders/save retourne une erreur 500 de manière répétée. Le poste et le réseau ne présentent aucune anomalie.
Recommandation
Escalader à l'équipe SAP Basis. Vérifier les logs serveur sur le module Achats.
Integration
Integrated with your ITSM, without changing anything
easyOptima integrates natively with ServiceNow, Jira Service Management, GLPI, and other ITSM tools. The enriched ticket is created automatically, data is correlated, and user identity is attached.
- Automatic creation of the enriched ticket in your ITSM
- Correlated data: logs, metrics, and user identity
- Bidirectional status sync
Impact
What changes in practice
Faster resolution
The ticket arrives complete. Support acts without calling the user back or rebuilding context.
Consistent support process
One journey for every user and every application. No more ad hoc methods.
Visibility into issues
Real user experience in their applications is finally measured. Concrete data to decide.
Fast rollout
Operational in days, without heavy infrastructure or a major IT project.
Payback under 6 months
Fewer escalations, fewer manual interventions. Cost per ticket drops within the first months.
Intermittent issues resolved
Everything is captured at the exact moment of the issue. No more “it works on my machine.”
Adoption
94%
of business users recommend easyOptima Signaler
A report in a few clicks, no technical jargon. The user is asked once, then gets back to work.
Before / After
With easyOptima,
everything changes
Before
4 to 7
round trips per ticket
After
1.3
on average
Before
1 to 5+ d
time to resolution
After
1 h to 2 d
time to resolution
Before
€50 to €200
cost per application ticket
After
-60%
cost per ticket
Go further
Signaler is even more powerful connected to the easyOptima ecosystem
Pair Signaler with Communication to automatically inform affected users, and with Tower to steer application service quality in real time.
Passez à l'action
Transform your application support
30 minutes to understand, a pilot to measure.